Terms & Conditions

All quotations are based on the information provided to us at the time of quoting, including the type of clean, areas requested, property size, condition and any additional services.

Your accepted quotation or booking confirmation defines the agreed scope of work.

Only rooms, areas and services included within the agreed quotation are included in the clean.

A service description such as “Deep Clean” or “End-of-Tenancy Clean” does not automatically mean every room, appliance, cupboard, carpet or other area of the property is included.

Additional work requested on the day may result in an additional charge and will be completed only where sufficient time and resources are available.

If the property or work required is substantially different from the information provided when the quotation was prepared, we may discuss a revised price or scope with you before continuing.

Unless specifically included in your quotation, additional services such as the following are not automatically included:

• Oven interiors
• Fridge or freezer interiors
• Inside cupboards or wardrobes
• Interior windows
• Carpet cleaning
• Specialist stain treatment
• Additional rooms or areas
• Other specialist or detailed cleaning

Please check your quotation before the appointment if you are unsure whether something is included.

Our quotations are based partly on the condition of the property described or shown to us before the appointment.

Where the actual condition is significantly heavier than described, additional time or work may be required.

We will not knowingly undertake additional chargeable work without discussing the change with the customer where reasonably possible.

Cleaning can significantly improve the appearance and hygiene of a property, but we cannot guarantee that every mark, stain, discolouration, deposit or other defect can be completely removed.

The customer is responsible for ensuring we can access the property at the agreed time.

Where keys, entry codes or other access arrangements are provided, the customer must ensure they are correct and available.

If we cannot gain access, we may treat the appointment as a late cancellation.

Customers should ensure areas scheduled for cleaning are reasonably accessible.

We reserve the right not to clean or handle anything we reasonably believe presents a safety risk.

This may include, but is not limited to:

• Damaged or exposed electrical fittings
• Loose or hanging switches or sockets
• Unstable fixtures
• Broken glass
• Unsafe appliances
• Hazardous substances
• Areas that cannot be safely accessed
• Items that could reasonably cause injury or damage if moved or cleaned

Refusing unsafe work does not mean that the remainder of the agreed clean cannot be completed where it is safe to do so.

Customers should remove valuable, fragile or particularly delicate items from areas being cleaned.

We may move light items where reasonably necessary to perform the agreed cleaning.

We are not required to move heavy furniture, appliances or other items where doing so could create a risk of injury or damage.

Areas that cannot reasonably or safely be accessed may not be cleaned.

We are not responsible for damage, deterioration or defects that existed before cleaning began.

This includes normal wear and tear, loose fittings, damaged surfaces, deteriorated sealant, unstable fixtures, damaged paintwork, pre-existing scratches, staining and other existing defects.

Some dirt or deposits can conceal existing deterioration which only becomes apparent during or after cleaning.

If we identify significant existing damage or a safety concern, we may photograph it and/or inform the customer.

We use cleaning products and equipment appropriate to the work being undertaken and follow applicable product instructions and safety guidance.

Customers must tell us before cleaning begins about any known sensitive surfaces, specialist finishes, allergies or other relevant requirements that could affect the products or methods used.

We cannot guarantee that every cleaning product used is universally hypoallergenic, environmentally friendly, child-safe or pet-safe in every circumstance.

Carpet cleaning is only included where specifically stated in the quotation.

Results depend on factors including carpet material, age, previous treatment, condition, staining and level of soiling.

We cannot guarantee complete removal of every stain, mark, odour or discolouration.

Some stains may be permanent or may have altered the carpet fibres.

Existing wear, fading, bleaching, fibre damage or other defects cannot be corrected through cleaning.

Carpets may remain damp following cleaning. Customers should allow adequate ventilation and drying time and take reasonable care while carpets remain damp.

An end-of-tenancy clean will be carried out according to the scope agreed in the quotation.

We do not guarantee the return of a tenancy deposit or guarantee that a landlord, letting agent or inventory company will approve a property following cleaning.

Deposit and inspection decisions are made by third parties outside our control.

Any work requested following an inspection will be considered against the original agreed scope.

Deep cleaning may cover a whole property or selected rooms and areas.

Bedrooms or other rooms are not automatically included unless shown in the accepted quotation.

Larger deep cleans may also be divided into multiple visits where agreed.

Areas cleaned during an earlier visit may naturally accumulate dust or dirt before later stages are completed.

Cleaning removes dust and dirt present and accessible at the time the relevant area is cleaned.

Dust naturally settles again after cleaning.

We cannot guarantee that a property will remain completely dust-free following our departure, particularly where building work, decorating, ventilation, open windows, movement through the property or other activity occurs afterwards.

Similarly, we are not responsible for new dirt, marks or contamination introduced after an area has been cleaned.

We may take reasonable photographs before, during or after cleaning for purposes including:

• Recording the condition of the property
• Documenting existing damage
• Recording the work undertaken
• Resolving questions or disputes regarding the service

Photographs containing identifiable personal information will be handled appropriately.

We will not use identifiable photographs of a customer’s property for advertising or promotional purposes without appropriate permission.

If you believe an area included within the agreed scope has been missed or has not been cleaned to a reasonable standard, please contact us as soon as reasonably possible after the service.

Please provide details and, where possible, photographs showing the issue.

We will consider concerns against the agreed quotation, condition of the property and work undertaken.

Where we determine that agreed cleaning work was genuinely missed, we will discuss an appropriate resolution.

This does not create an automatic entitlement to a free complete re-clean or refund.

Concerns relating to the following would not normally constitute missed cleaning:

• Areas outside the agreed scope
• New dirt or dust arising after cleaning
• Permanent stains or marks
• Pre-existing damage
• Wear and tear
• Deteriorated surfaces
• Mould or staining that cannot reasonably be removed through normal cleaning
• Unsafe or inaccessible areas
• Items specifically excluded from the quotation

Please give as much notice as possible if you need to cancel or rearrange an appointment.

We reserve the right to apply a cancellation charge for appointments cancelled at short notice or where we attend but cannot gain access to the property.

Any applicable cancellation charge should be communicated before it is charged.

We may need to rearrange an appointment due to illness, severe weather, unsafe conditions, vehicle problems or other circumstances outside our reasonable control. Where this occurs, we will contact you as soon as reasonably possible.

Payment is due according to the payment terms shown on your quotation, invoice or booking confirmation.

Customers are responsible for ensuring payment is made by the due date.

Where additional work has been agreed, this may be added to the final invoice.

Customers may ask for additional work while we are at the property.

Additional requests are not automatically part of the original quotation.

Where possible, we will explain whether the requested work can be completed within the available appointment or whether additional time and charges will be required.

We reserve the right to decline additional work where there is insufficient time, appropriate equipment is unavailable or the requested work would be unsafe.

We will take reasonable care while providing our services.

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Nothing in these terms affects your statutory rights as a consumer.

We will not be responsible for delays or failure to provide a service where caused by circumstances reasonably outside our control.

Where possible, we will contact affected customers and arrange an alternative appointment.

Our normal business hours are:

Monday–Friday: 9:00am–6:00pm Saturday–Sunday: Closed

Cleaning appointments outside these hours are only available where specifically agreed.

We may update these Terms & Conditions from time to time.

The terms applicable to a booking will be those in effect when the booking or quotation is accepted, unless a change is required by law.

If you have a question about these Terms & Conditions, your quotation or a cleaning service, please contact Apair J&M Cleaning using the contact details provided on our website.